Content Strategist III
itD is seeking a Content Strategist III to help shape and improve the support experience for millions of WhatsApp users worldwide. This role will drive content strategy initiatives that enhance customer support experiences, optimize Generative AI-powered content, and improve chatbot performance through data-driven analysis and content refinement. The ideal candidate will bring expertise in content strategy, technical writing, user support content, and Generative AI content development, with a proven ability to deliver impactful customer-facing content solutions.
Location: Remote – Texas (Central Time Zone preferred)
Duration: 12 Months
We provide comprehensive medical benefits, a 401k plan, paid holidays, and more.
Please note that we are only considering direct W2 candidates at this time, as we are unable to offer sponsorship.
Responsibilities
- Conduct root cause analyses (RCAs) on user support tickets to identify chatbot content issues, replicate problems, and determine root causes.
- Analyze data and user feedback to assess issue prevalence, impact, and opportunities for content improvements.
- Resolve content-related issues through content updates, prompt engineering, and index optimization for AI-powered support experiences.
- Triage and escalate issues related to engineering systems, retrieval mechanisms, response generation, or platform functionality with clear documentation.
- Test and validate chatbot performance after content updates to ensure issue resolution and a high-quality user experience.
- Write, edit, and optimize Help Center articles, customer support responses, and AI-enablement content aligned with content strategy best practices.
- Collaborate with Product, Engineering, Operations, and Support teams to create clear, empathetic, and effective support content.
- Apply and maintain content standards, editorial guidelines, and best practices across customer-facing support experiences.
- Manage multiple projects simultaneously while balancing competing priorities and adapting to evolving business needs.
- Identify workflow improvements and provide recommendations to enhance content processes, tooling, and operational efficiency.
Internal Responsibilities
- Attend regular internal practice community meetings.
- Collaborate with your itD practice team on industry thought leadership.
- Complete client case studies and learning material (blogs, media material).
- Build out material to contribute to the Digital Transformation practice.
- Attend internal itD networking events (in person and virtual).
- Work with leadership on career fast-track opportunities.
Required Qualifications and Skills
- Bachelor’s degree in English, Communications, or a related field (or equivalent international qualification).
- 2+ years of experience in content strategy, technical writing, or related content-focused roles.
- 6+ months of experience developing content for Generative AI applications.
- Experience writing online help content, customer support documentation, and user-facing content for mobile applications or social media platforms.
- Demonstrated ability to evaluate complex content issues and exercise strong editorial judgment.
- Experience with Content Management Systems (CMS).
- Experience using project management tools to manage deliverables and deadlines.
- Strong written communication, content development, and editing skills.
- Ability to conduct root cause analysis and troubleshoot content-related user experience issues.
Preferred Qualifications and Skills
- Experience managing projects in fast-paced, ambiguous environments.
- Familiarity with data analysis and reporting tools.
- Experience with XML editing.
- Experience working with AI tools and prompt engineering techniques.
- Experience debugging user-facing product issues.
- Basic experience with data querying, scripting, or analytical tools to assess issue impact and prevalence.
- Experience supporting AI-powered customer support platforms or chatbot experiences.
Education
- Bachelor’s degree in English, Communications, Journalism, Technical Writing, or a related field, or equivalent work experience.
Company Description
About itD: We are part of a new generation of consulting and software development company that blends diversity, innovation, and integrity with real business results. Our structure rejects any strong hierarchy, empowering us to deliver excellent results. We are a woman- and minority-led firm. Every day, we challenge ourselves to be considerate, fair and to re-think what great outcomes mean for our customers. This permeates down to how we approach every interaction, on every project, for every client. You’ll thrive here if you are a dynamic self-starter, a difference-maker or someone who wants to deliver great results, without constraints.
The itD Digital Experience: Joining us means you’ll be part of our global community, you have a say about your own career journey, and you’ll get a chance to give back to causes that matter. You will experience working with Fortune 500 companies and high-performance teams across numerous industries. itD offers our employees excellent benefits such as medical, dental, vision, life insurance, paid holidays, 401K + matching, networking & career learning and development programs. We are growing and we want to see you grow! Visit https://itdtech.com/careers to learn more about what working at itD can mean for you.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. itD is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or to perform the essential functions of a position, please contact us at [email protected] and let us know the nature of your request and your contact information.
Additional Info
Dynamic environment in a culture of respect, empowerment and recognition for a job well done, apply today!
Skills Required
- Bachelor's degree in English, Communications, Journalism, Technical Writing, or related field (or equivalent experience)
- 2+ years experience in content strategy, technical writing, or related content-focused roles
- 6+ months experience developing content for Generative AI applications
- Experience writing online help content, customer support documentation, and user-facing content for mobile applications or social media platforms
- Experience with Content Management Systems (CMS)
- Experience using project management tools to manage deliverables and deadlines
- Strong written communication, content development, and editing skills
- Ability to conduct root cause analysis and troubleshoot content-related user experience issues
- Must be a direct W2 candidate for US employment; employer cannot offer visa sponsorship
- Familiarity with data analysis and reporting tools (preferred)
- Experience with XML editing (preferred)
- Experience working with AI tools and prompt engineering techniques (preferred)
- Experience debugging user-facing product issues (preferred)
- Basic experience with data querying, scripting, or analytical tools to assess issue impact and prevalence (preferred)
- Experience supporting AI-powered customer support platforms or chatbot experiences (preferred)
What We Do
itD is a different kind of technology and software development consultancy that puts client needs at the center of what we do. We combine the experience of a full-service consultancy with the agility of a specialized firm to help clients reimagine and improve operations and solve challenges unique to their business. Founded in 2005, we are headquartered in Silicon Valley and are honored to have long term partnerships with many of the world’s leading enterprise technology firms. With onshore, nearshore and offshore capability centers we are able to provide seamless global reach. We define ourselves by solving the toughest challenges in business. To tackle these challenges, we deploy the best people armed with the best technology to help our clients by enabling next-generation experiences, transforming tech operations, leveraging BI and analytic depth to convert data to advantage, delivering advanced DevOps and software development services and unlocking the potential of AI. Our mantra as itD is “Innovate Transform Deliver” and as a proud woman- and minority-owned business, we are focused on delivering a unique perspective and approach that attracts a robust and diverse talent pool. We believe this diversity of talent, thinking and perspective leads to better outcomes for our clients and a positive impact in our communities through our focus on giving back initiatives. We invite you to bring us the challenges no one else can solve. Because while other firms might give up, pivot, or pass… Impossible drives us. Certified Woman Owned - WBENC
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